Call Center Supervisor 23N25

As a Call Center Supervisor, you will be responsible for overseeing and managing a team of call center agents to ensure efficient and effective customer service. Your role will involve monitoring interactions to ensure adherence to customer service standards, addressing escalated customer interactions, and implementing strategies to improve team performance. You will also play a crucial role in training new hires and ensuring effective communication across the team. You will work closely with senior management to report on daily operations and contribute to the strategic planning of the call center department. Your ability to motivate and lead the call center team will be essential for driving high levels of customer satisfaction and achieving operational goals.

Responsibilities

• Oversee daily operations of the call center to ensure efficiency and effectiveness.
• Monitor call center agents' performance and provide feedback and coaching.
• Address and resolve escalated customer service issues and complaints.
• Develop and implement strategies to improve overall team performance.
• Prepare and present weekly and monthly performance reports to management.
• Coordinate with HR to recruit, train, and onboard new call center agents.
• Ensure compliance with company policies, procedures, and industry regulations.
• Facilitate regular team meetings to communicate goals and updates.
• Collaborate with other departments to improve customer service processes.
• Act as a liaison between management and the call center team.
• Analyze call center statistics to identify areas of improvement.
• Implement new technologies or tools to enhance call center productivity.

Requirements

• Bachelor's degree in Business Administration or a related field preferred.
• Proven experience in a supervisory role within a call center environment.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent verbal and written communication skills are critical.
• Strong problem-solving skills and the ability to handle escalations effectively.
• Proficiency with call center software and related technologies is required.
• Ability to work flexible hours, including evenings and weekends, if necessary.